ECCU said it will use the new IntelliResponse Virtual Agent software tool to streamline its multi-channel member service capabilities by providing quick answers for member and call center agent questions.

IntelliResponse technology will also assist ECCU in achieving its goal of decreasing call center agent training time, which is expected to lower long-term call center costs.

“As a credit union, we operate a business that offers global capabilities but feels local. This means having a responsibility to provide high-quality member service to the individuals and organizations that bank with us,” said Linda Stokes, vice president of member services at ECCU.

In addition to using the IntelliResponse Virtual Agent platform in its call center, EECU said it plans to deploy the software solution in its website and social media channels, allowing members using self-service channels 24/7 access to the same resources as call center agents.